Gainsight

MARCH 3, 2021

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In his recent post on 2021 predictions , Dave made a forecast that caught my attention: 8. As such, we invited Dave to a virtual happy hour with Customer Success executives. Or all ARR?

Self Service 116

Self Service ROI Metrics Customer Success 116

Gainsight

JUNE 13, 2023

Customer health scoring is a crucial tool for measuring and predicting customer sentiment, retention, and expansion. The discussion covered the essential features of a good scorecard, how to implement accurate measures across customer segments, and the role of CS Operations in supporting this critical company tool.

e-support 59

e-support Measurement Customers Tools 59

Gainsight

JUNE 4, 2020

In mid-March, we sent out a survey to the CXOs of public and late-stage private SaaS companies asking about their expectations for customer retention. Churn Rates Are Going Up But Not As Much As People Thought. Churn Rates Are Going Up But Not As Much As People Thought. Churn and Product Are Top Focuses for Companies.

Survey 59

Survey Customer Retention Customer Success Leadership 59

Gainsight

DECEMBER 7, 2020

Because the budget required for cross-channel tactics to acquire new customers is likely high, organizations usually have little budget remaining to spend on retention. . In fact, for organizations with a decent sized customer base, acquiring a new customer can cost five times more than retaining an existing customer.

Customer Retention 52

Customer Retention Tools Metrics Software 52

Gainsight

JUNE 24, 2020

And they have to determine what to do about customers. What we found is that companies still have headwinds with respect to their customers, but they aren’t as significant as before. Companies expect an uptick in churn in 2020 but not as bad as they were predicting in March. Preventing Churn: Moving from Usage to Value.

Software 52

Software Customer Success Customers Technology 52

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. versus $0.63

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Gainsight

JUNE 18, 2020

Today I’m speaking with Janine Snead , IBM’s Chief Digital Officer, Vice President of Customer Success IBM Cloud and Cognitive Software. IBM has one of the largest product portfolios in the world, and I’m proud of how they’ve found a way to drive customer success across so many business units and products.

Customer Journeys 52

Customer Journeys Software Customer Success Tools 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers.

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

Gainsight

JUNE 28, 2021

At Gainsight, we value our customer’s success as our success. A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. This is vital for operational success.

Effort Score 59

Effort Score Measurement Tips ROI 59

CustomerSuccessBox

MARCH 15, 2022

For SaaS organizations, the purpose of a free trial is to obtain a customer. If you convert more free trial customers into paying customers, you’ll make more money. Improves Customer Engagement Increases recurring revenue (ARR/MRR) via increasing customer engagement Builds Trust. It’s as simple as that.

Customer Success 52

Customer Success Tools Touchpoint Software 52

Totango

JANUARY 10, 2019

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. And what new capabilities are available?

Customer Engagement 63

Customer Engagement Engagement Customer relationships CRM 63

Kapta Customer Success

NOVEMBER 14, 2017

Customer Success software is an excellent addition to any business’s sales and CRM systems. It allows users to track their customers’ data which in turn helps the client succeed while retaining them for the long-term. Benefits of Using Customer Success Software. . Customer Retention.

Software 45

Software Customer Success How To System 45

SmartKarrot

DECEMBER 29, 2021

One of the primary things essential to make a hit customer success function is the need for a smooth renewal process. But the problem starts when the B2B SaaS organizations need to forecast renewals. One of the primary reasons for that is the art of forecasting renewals needs your total dedication.

Customer Success 10

Customer Success B2B Metrics Customer Satisfaction 10

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

SurveySparrow

FEBRUARY 10, 2020

Finding the right metrics to measure is pivotal to having a successful product strategy in place. Write down the features and benefits of the product for someone who is a customer. Established businesses can think about customer retention, increasing CLV, the number of customers acquired, cost per acquisition, and so on. #4

Metrics 52

Metrics Management NPS Effort Score 52

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. I’m the Vice President of Customer Operations at HelloSign.

Customer Success 0

Customer Success B2C NPS e-support 0

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Analyzing performance for 2020 forecasting. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

Magellan Solutions

JULY 19, 2021

By creating a unique and personalized experience for customers. . The best data entry companies now help retailers to anticipate what customers want and when they want it. Retailers now understand their customers better, increase operational efficiency, and enhance overall customer experience. . How is this possible?

Data 52

Data Healthcare Analytics Transportation 52

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. I’m the Vice President of Customer Operations at HelloSign.

Customer Success 60

Customer Success B2C NPS e-support 60

Gainsight

AUGUST 20, 2019

Revenue leaders who own both renewals as well as new business recognize that managing renewals is a completely different beast. From forecasting to managing KPIs, the renewals motion requires a fundamentally different approach. But what exactly makes managing a renewals business unique? How does this work?

Report 12

Report Analytics Data Meeting 12

SmartKarrot

FEBRUARY 7, 2022

This thing also applies to customer success. Your customer success strategy will define the direction your company takes. But, your customer success operations will ensure that you reach your destination without any diversion. It is responsible for managing the operations that relate to customer success.

Customer Success 10

Customer Success Software Report Customer Journeys 10

SmartKarrot

MARCH 31, 2021

We will now discuss everything related to RevOps, the best practices, crucial components, benefits of revenue operations, key metrics of RevOps and how revenue operations (RevOps) impacts customer success, sales, and marketing. It includes people from sales, marketing and customer success operations. Customer Success.

Sales 10

Sales Customer Success Customer Retention Metrics 10

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Onboarding Hero – Definitive Healthcare.

Effort Score 98

Effort Score NPS Healthcare Training 98

Retently

FEBRUARY 27, 2019

The first is to acquire new customers. The second is to focus on retaining existing clients and increase customer lifetime value (CLV). Data shows that the second is a far more effective strategy for producing a steady, predictable increase in revenue. Here’s where the term customer lifetime value comes forward.

Social Media 130

Social Media NPS Omni-Channel Effort Score 130

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. It also sought to understand the major trends of customer health scores. Who Is Using a Customer Health Score?

Trends 64

Trends Industry ROI Customer Success 64

ClientSuccess

NOVEMBER 18, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 41

Customer Success Management ROI Strategy 41

Gainsight

NOVEMBER 8, 2018

It’s often taken for granted (even among long-time Customer Experience (CX) professionals) that Net Promoter Score (NPS) survey results correlate positively to retention. Sure, it may not tell you why a customer is happy or not happy. It was never intended to predict renewal. Why Do Promoters Churn?

NPS 63

NPS Net Promoter Score Metrics Survey 63

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Effort Score 52

Effort Score NPS Healthcare Training 52

ClientSuccess

NOVEMBER 18, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Management ROI Strategy 40

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. At Gainsight, we have defined GameChangers as customers who shift their thinking to transform their business outlook. They push beyond the familiar and comfortable to achieve remarkable results for their company, teammates, partners, and customers.

Software 52

Software Customer Success NPS Leadership 52

ChurnZero

FEBRUARY 23, 2021

Think customer health scores are only good for calculating renewal likelihood? When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants?

Metrics 80

Metrics ROI Customer Success System 80

Gainsight

JUNE 18, 2020

Today, I’m delighted to introduce you to Will Rahim , Senior Vice President, Global Customer Success at Delphix , a global leader in digital transformation. When it comes to optimizing customer success through digital systems and processes, Will is a seasoned pro! Why did you need to change the customer success game?

Effort Score 52

Effort Score Customer Success Data NPS 52

Gainsight

SEPTEMBER 24, 2019

” In other words, according to Laplace, a perfect prediction of all future events and behaviors was simply a matter of information. In the age of big data, machine learning, and business intelligence, we have a very determinist view of our customers. Customer Chaos Theory. And you can’t predict it.

Tips 12

Tips Chief Customer Officer B2B Meeting 12

Gainsight

NOVEMBER 9, 2021

The more we thought about how the experience of driving and your customers’ journey with your business and product, the more we realized just how similar the two are. Similarly, each time your customers use your product, they have a specific goal in mind. . Technology Driving Digital-Led Customer Journeys. Here’s how.

Strategy 52

Strategy Customer Journeys Conference Sales 52

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 100

Customer Success Technology Effort Score Customer Centricity 100

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 86

Customer Success Technology Effort Score Customer Centricity 86